Abhishek Panday
Change Manager | ITSM | ServiceNow
Lucknow,UP
Summary
Results-driven IT professional with 4–5 years of experience in IT Service Management, specializing in Change Management using ServiceNow. Experienced in handling high-volume change requests, facilitating CAB meetings, performing risk analysis, and ensuring SLA and audit compliance. Demonstrated ability to improve change success rates, reduce incidents caused by failed changes, and enhance overall service stability through process optimization and automation within ServiceNow.
Overview
4
4
years of professional experience
1
1
Certification
2
2
Languages
Work History
Change Manager
HCLTech
05.2021 - 07.2025
- Managed the end-to-end Change Management lifecycle in alignment with ITIL best practices.
- Reviewed, assessed, and authorized normal, standard, and emergency change requests in ServiceNow.
- Conducted risk and impact analysis to minimize service disruptions, and ensure business continuity.
- Facilitated Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, providing detailed change assessments and recommendations.
- Ensured all changes met compliance, governance, and audit requirements before approval and implementation.
- Monitored change schedules and maintained the Forward Schedule of Changes (FSC) to prevent conflicts and outages.
- Collaborated with cross-functional teams, including Application, Infrastructure, Network, and Security teams, to ensure smooth implementation.
- Tracked and reported key change metrics, such as change success rate, failed changes, SLA adherence, and post-implementation reviews (PIR).
- Identified process gaps and drove continuous improvement initiatives to enhance change efficiency and service stability.
- Ensured accurate documentation and maintained data integrity within ServiceNow.
- Provided stakeholder communication and status updates for high-impact and critical changes.
- Supported internal and external audit activities related to Change Management processes.
- Customer: 1. SSE 2. Verizon
Education
Bachelor of Technology -
Goel Institute of Technology & Management
Skills
Proficient in Microsoft Word
Excel proficiency
Experience with ServiceNow tool
Effective problem resolution
Data entry
Skilled at prioritizing tasks simultaneously
IT service management
Certification
CCC
Timeline
Change Manager
HCLTech
05.2021 - 07.2025
Bachelor of Technology -
Goel Institute of Technology & Management